On May 7, 2025, a significant network outage affected Free subscribers in Toulouse and the surrounding Occitanie region, leaving many unable to make calls or send SMS messages. The disruption began around 12:30 PM and impacted several departments, including Aveyron, Gers, Haute-Garonne, Lot, Tarn, and Tarn-et-Garonne. According to Free, their fixed and mobile networks were experiencing severe disruptions, prompting widespread complaints from users.
The issues first emerged around 11:07 AM, with reports indicating that both 4G and 5G services were affected. Users in numerous cities, including Toulouse, Ramonville-Saint-Agne, Blagnac, and Tournefeuille, reported difficulties connecting to the network. Many took to social media to express their frustration, with one user stating, "It’s annoying because we can’t work." Another added, "We don’t understand why it’s only Free that’s bugging and not the others. We’re waiting for an explanation. It’s been over an hour already."
Free acknowledged the problem on their account on X, stating, "Our fixed and mobile networks are currently experiencing disruptions. Services have been heavily affected since 12:30 PM in parts of the following departments: Aveyron, Gers, Haute-Garonne, Lot, Tarn, and Tarn-et-Garonne. All our teams are already mobilized; thank you for your patience." This message reflected the widespread impact of the outage, which left thousands of subscribers without connectivity.
As the outage continued, alerts on DownDetector began to surge around 1:30 PM, showcasing the scale of the issue. By this time, Free had received thousands of reports from concerned customers, many of whom were left without internet access at home and on their mobile devices. As the situation unfolded, Free's network was reported to be down for approximately 1 hour and 30 minutes, with service restoration beginning around 3:15 PM.
Subsequent reports indicated that the outage had affected not only mobile services but also home internet connections. Many users experienced their Freebox devices stuck at connection step two, with a significant portion of subscribers facing a complete blackout. According to Free, the outage was localized primarily to the aforementioned departments, suggesting that the issue was not nationwide but rather concentrated in the south of France.
Free’s technical teams were mobilized to address the issue, and the operator confirmed that an electrical restart and a thorough verification of their equipment at connection nodes helped resolve the problems. By 3:30 PM, the network was reportedly back online, and users began to regain connectivity.
Despite the restoration of services, many customers remained frustrated and confused about the cause of the outage. Reports indicated that dozens of DSLAMs and optical switches were unreachable during the incident, which are critical components for routing internet traffic. These devices are essential in connecting users' ADSL lines to the broader internet and facilitating smooth communication.
The outage raised concerns about the reliability of Free's network, especially as more people rely on mobile and home internet services for work and communication. With the increasing trend of remote work, such disruptions can have significant implications for productivity and connectivity.
As users in the affected areas resumed their daily activities, many continued to seek clarification from Free regarding the cause of the outage and assurances that similar incidents would be prevented in the future. The operator's prompt response and resolution efforts were noted, but the lack of immediate information about the outage's origins left many subscribers dissatisfied.
In the wake of the incident, Free's communication strategy came under scrutiny, with some users suggesting that the company should improve its transparency during service disruptions. The expectation for timely updates and clear explanations during outages is paramount for maintaining customer trust and satisfaction.
As the telecommunications landscape continues to evolve, operators like Free face the challenge of ensuring robust and reliable service in an increasingly digital world. With the rise of remote work and online connectivity, the pressure is on to minimize disruptions and provide swift resolutions to any issues that arise.
In summary, the May 7 outage served as a reminder of the critical role that communication networks play in daily life. As Free works to address the fallout from this incident, subscribers will be watching closely to see how the company improves its service and communication strategies in the future.
